FAQ

Your question is important to us! Please check out these frequently asked questions and supporting answers.

  • General
  • File a Service Request
  • Payment and Billing Information
  • Your original Best Buy Canada purchase invoice shows the product covered by the plan, the Geek Squad Protection Plan you purchased, and the term and/or expiry date of your Plan
Here is what the letters in the description of your Plan mean:
• BBP = Best Buy Protection
• BBPPD = Best Buy Protection with Physical Damage
• BBPR = Best Buy Protection Replacement
• CBBP = Commercial Coverage Best Buy Protection
• BBM = Best Buy Membership

You can access your billing information and payment history right here on our website!  Enter the email address and telephone number associated with your plan on the Portal Home Page. You will then receive an email with a link and an access code. Please note that access expires after 15 minutes.  You can also use the Global Plan ID/4 Part Key and Best Buy Protection SKU located on your purchase receipt. Plans matching your search will be displayed.


You may have missed a payment for your Plan. Please review the payment information section within your Plan to bring your account up to date.
    Open the menu in the upper right corner of the plan and select View Payment History.
    The Payment History will load for the plan and you can select the Print feature to print your statements.
    If you have more than one plan, you will need to repeat these steps for each one.


    Yes, you can submit a Service Request right here on our website. Before you start:
    • Have your original Best Buy Canada store or online purchase invoice handy. It will show the product covered by the plan, the Geek Squad Protection Plan you purchased, and the term and/or expiry date of your plan.
    • For wireless devices, you will need your IMEI number available for us to reference. The location of your IMEI number is dependent on your wireless device's model and manufacturer. On most wireless devices you can locate the IMEI number by dialing *#06# or by looking in your device's settings. The IMEI number may also be found on the back of the device, on your SIM card tray or under the battery. Please be sure to power down your wireless device before removing the battery.
    • For all products, you may need to contact us if the Manufacturer Code does not match your product

    Visit our "Check Service Request Status" page to track the progress of your Service Request. We will also send you emails to keep you updated throughout the Service Request process.

    • We provide an online Service Request status based on the most recent update we receive from the service repair centre. For the most up-to-date information, you can contact the service repair centre directly. If you are having difficulty reaching the service repair centre, please click here to find out how to contact us to speak directly with the team that supports warranty service plans. They are available 24 hours a day, 7 days a week.
    • If you have already scheduled an appointment with a service repair center, it's best to contact them directly to reschedule. If you are having difficulty reaching the service repair centre, please visit our "Contact Us" page to find out how to speak directly with the team that supports warranty service plans. They are available 24 hours a day, 7 days a week
    • The quality of workmanship of the repairs performed under your Best Buy Protection Plan are guaranteed for 90 days from the date the repair is completed. Please start a new online Service Request so we can get you up and running as quickly as possible.
    • The quality of workmanship of the replacement devices/repairs performed under your Best Buy Protection Plan are guaranteed for 90 days from the date the repair is completed or 90 days from the date we shipped your replacement device. Please start a new online Service Request so we can get you up and running as quickly as possible.
    • Sometimes we send a replacement device that has an upgraded memory size, different colour or upgraded model. While we do our very best to match you with a replacement device that is the same as your defective device, we cannot guarantee it. Our priority is to get you back up and running with a fully functioning device as soon as possible.
    • Open the menu in the upper right corner of the plan and select View Payment Information.
    • We accept Visa, MasterCard, American Express as well as Visa and MasterCard debit as payment method
    • If you have more than one plan, you will need to repeat these steps for each one
    • The transaction description for your Best Buy Protection Plan monthly payment on your monthly statement will show as AGI*GEEKSQUAD.CA/PRO, or AGI*GEEKSQUAD.CA/MEM for your Best Buy Membership.


    A payment confirmation email will be sent to the email address we have on file. The plan number on email confirmation can be referenced if you have payment related questions.

    Yes! You can extend your coverage at any time in the last 12 months before the original end date of your Protection Plan. 
    You can enroll in the Plan extension at any time within the last 12 months of your term right here on our Self-Service Portal. We will also send you extension offer emails 15 and 4 days in advance of the expiration of your Plan. 
    Your new plan term will be one month and will be renewed month-to-month with each ongoing payment of the monthly fee. Cancellation or payment failure within 30 days from its due date will bring the plan to an end. 
    No, your payments will continue to be at the same monthly price as before. 
    Your Plan will be governed by the same Terms and Conditions (T&Cs) bar the modifications outlined in ADDENDUM I - CONTINUATION OF GEEK SQUAD PROTECTION PLAN. 
    Please refer to the Program Terms and Conditions for the details of your coverage, limitations, and exclusions, which you can find in the Best Buy Membership, Protection, and Geek Squad Terms and Conditions page.
    Firstly, enter the email address and telephone number you provided at the time of purchase on the Portal Home Page. You will receive an email with an access code and a link. Please note that access expires after 15 minutes.
    You can also use the 4 Part Key and Best Buy Protection SKU located on your purchase receipt. From there, Plans matching your search will be displayed. 
    Choose the Plan and the Product you wish to file a Service Request on and click on "File a Service Request". Then, fill out the Service Request information form, and click "Submit".
    Once your Service Request is submitted, we will automatically update our database with your Service Request details.
    • If you submitted your Service Request over the phone, you will receive an email from [email protected] with a link to print a pre-paid shipping label to return your defective product; if you created your Service Request online, the email will come from [email protected] (transition out of anew period)
    • Check the shipping instruction provided with your label - if you submitted more than one Service Request, you must use separate return packages, and confirm that you are using the correct shipping label for each defective product.
    • Contact UPS at 1-800-742-5877 to arrange for pick-up or go to www.ups.ca to locate your nearest drop-off location. When calling UPS, it is important to provide the account number indicated on the instruction sheet. This will prevent shipping charges being billed to you.
    • Ship your defective product within 20 days of submitting your Service Request.
    • Your electronic Best Buy Gift Card will be sent to you at the email address provided within 3-5 business days after shipping your defective product. If you don’t receive it, make sure to check your Junk or Spam folder.
    • The Gift Card amount will be the original purchase price plus applicable taxes.

    • Locate your Service Request on the Return My Item website, by entering your incident number and postal code.  There you will find a printable pdf document containing your shipping labels.
    • If you require additional assistance with printing your shipping label, visit the Geek Squad Remote Support page to chat with us.

    Visit our "Check Service Request Status" page to track the progress of your Service Request. We will also send you emails to keep you updated throughout the Service Request process.                                                                                         

    • You can follow up on a shipment by tracking your bill of landing number with UPS

    • Our remote support team can help with your tech support needs such as device setup, virus removal, troubleshooting and so much more
    • Our Agents can schedule an in-home service for anything from TV mounting to home networking
    • Please visit our "Contact Us" page  to find out how to speak directly to an Agent or visit a Best Buy Store for face-to-face Agent support.
    If you purchased your Plan less than 30 days ago, you will need to visit your local Best Buy store for assistance with the cancellation.

    If you purchased your Plan more than 30 days ago, you can cancel your Protection Plan on the Portal. Enter the email address and telephone number associated with your plan on the Portal Home Page. You will then receive an email with a link and an access code. Please note that access expires after 15 minutes.

    On the Plan Dashboard, select "Cancel my Plan" from the options menu. Make sure to review the many benefits your Plan offers before cancelling, and remember that once the cancellation is processed, your Plan cannot be reinstated.

    Your Membership cannot be reinstated, but re-enrolling is easy! Visit the Become a Member page on our Portal to re-enroll online.
    If you cancel your Plan AFTER the first thirty (30) days of your registration, you will be required to pay a Service Recovery Fee. If you have already paid more than the equivalent of twelve (12) monthly payments, the Service Recovery Fee will be waived.
    The SRF is equal to twelve (12) monthly payments of the Plan Purchase Price less the total amount of the Plan Purchase Price you already paid as of the date of cancellation.
    Depending on your Plan type, you may be elligible for a pro-rated refund. Any applicable refunds will be shown when you cancel your Plan online. 
    Most refunds will be issued to your credit card within 5 business days. In some cases,  refunds will be processed by cheque, which you should receive within 10 business at the address we have on your Plan.

    • 24-hour / 7-day per week bilingual French/English on-line and telephone support, including managing repair services through a Certified Service Network
    • Mechanical defects not covered by the manufacturer’s warranty;
    • Malfunction caused by a Power Surge;
    • Replacement of Your Product if we can’t repair it
    • On-Site Repair Benefit for select Products
    • Global Coverage Benefit                                                                                   

    For TVs:
    • Repair for burn-in and ghost imaging
    • Pixel burnout coverage based upon manufacturer’s guidelines or up to 3 dead pixels, if not specified by the manufacturer
    • Repair of blown speaker components not due to intentional abuse or misuse for speakers covered under the Plan
    • Setup and calibration, if your TV needs to be replaced, and your original purchase included a Geek Squad setup and/or calibration service

    If your Protection Plan covers Physical Damage, it also includes:
    • Coverage for up to two (2) incidents of physical damage or liquid resistance failure
    • Best Buy Loaner Program during repairs                                                           

    For Fridges and Freezers:
    Reimbursement for spoiled food up to $300;                                                     

    For Washers and Dryers:
    Reimbursement for laundry expenses up to $50, if your appliance is out of service for more than 7 consecutive days                                                                     

    For Cell Phones:
    Five Service Requests per contract term inclusive of two physical damage Service Requests and one user replaceable battery Service Request
    Coverage for all of the Accessories that came in the original packaging

     

    A manufacturer's warranty covers defects in materials and workmanship for a limited time. Your Best Buy Protection Plan keeps your appliance covered after the manufacturer's warranty ends, and offers additional value features!
    • Loss or theft
    • Loss of data and/or data recovery
    • User-replaceable batteries
    • Malfunction or damage due to negligence, misuse, abuse, vandalism, or intentional physical damage
    • Catastrophic damage including, but not limited to, being crushed, penetrated, bent, falling from heights such as balconies or windows, being run over, falling from moving vehicles, and liquid immersion/submersion not in accordance with the manufacturer’s guidelines
    Yes! If you are buying something as a gift, or sell your product, the plan goes with it! No additional fees are required; simply click here to find out how to contact us, to provide the name of the person you're transferring the plan to. The transferee must then contact us and provide their address, email and phone number. If you're paying monthly for your plan, simply have the transferee provide us with their credit card information The plan holder must have the original documentation to receive coverage.

    • TVs larger than 32”, major appliances and over-the-range microwaves will be inspected, diagnosed and repaired at your address* by a certified service technician
    • For small appliances and electronics**, simply take your defective product to your local Best Buy store for assistance!
    • Cell phone repairs are conducted at our Repair Centres. You can start your service request right here on our Portal. Please see the “File a Service Request” section of the FAQ.

    *If you live beyond a 60km radius of a Best Buy store, or in an area not accessible by municipally maintained roads, your Service Request may be processed under the Global Coverage Benefit or on a carry-in basis at a Best Buy Canada store
    **Except cell phones.

    • If you live beyond a 60km radius of a Best Buy store, or in an area not accessible by municipally maintained roads, your Service Request may be processed under the Global Coverage Benefit.
    • Please note that this Benefit is available on a limited basis and at our sole discretion, so you must obtain repair authorization from us PRIOR to any work being done.
    • You will be reimbursed for any authorized charges paid by you to the service provider.

    In that case, we will replace it!
    Appliances, TVs and electronics: an associate from your nearest Best Buy Canada store will contact you to facilitate a replacement.
    Cell Phone devices: we will send you a replacement at no additional cost.

    • Please refer to Best Buy Membership, Protection, and Geek Squad Terms and Conditions page for the full Service Fee schedule of your specific Plan.
      A Service Fee applies to:
      Cell Phones: Physical Damage Service Requests at any time during the Term of your Plan, and to all Service Requests after the manufacturer’s warranty period.
      TVs and Electronics*: Physical Damage Service Requests at any time during the Term of your Plan
      Appliances: No Service Fee will apply. 
      *For Protection Plans with Physical Damage only.

    It is a no fee, full replacement guarantee! If your product is found defective under normal usage, you get a replacement gift card for the original purchase price, including taxes. All accessories in the original package are included in the coverage.
    Replacement Plans are available for:
    • Portable Gaming Consoles and Gaming Controllers
    • Wearables, including Smart Watches and Headphones
    • Portable Audio
    • Laptops below $300
    • Tablets below $300
    • Printers
    • Digital Cameras below $300
    • Action Camcorders below $500
    • Car Electronics
    • Pre-paid Phones
    • TVs below $500
    • Baby Monitors
    • Universal Remote Controls
    • Small Appliances

    Visit the “File a Service Request” section of the FAQ to find out how to easily submit a Replacement Service Request online.

    Yes! Any documents previously uploaded have been saved. You can use your GCID/Four Part Key and SKU from the receipt to access online services, or contact us at 1-866-BESTBUY.
    • We will never send you an email or text asking for confidential information. Do not respond to any message requesting confidential information, do not reply or click links or attachments.
    • You can also report a suspicious email to the Canadian Anti-Fraud Centre. Visit their website for more information.
    • Please visit our "Contact Us" page to find out how to reach us if the website isn't working properly.

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